FAQ’s

Q: What happens after I place a new prescription online?
A: After a new order is received, a technician will contact you shortly to verify the order. After the technician verifies the order, it will be entered in for processing.

Q: How to refrigerated medications get sent out?
A: Medications that require to be kept cold are sent by 2 day UPS shipping. Packed with the medications, there are ice packs to keep the medication cool while shipping. It is common to have the medication warmer when delivered due to the ice pack melting. This does not effect the medication during this brief period of time. Simply place in fridge when received. 
NOTE: Medications that require to be refrigerated will not be shipped Thursday-Saturday. To have the best chance at receiving your cold medications in the same week, we advise to place your order As early as you can on Monday. 

Q: Why does it take so long for the page to load on medications?

A: There are over 15,000 different compound variations loaded in our system. The system does take up to 30 seconds to load a compound due to this. We are working on improving the experience everyday and decreasing the wait time.

Q: I used my credit card to purchase. Does the transaction get approved right away?
A: No. We understand that ordering medications is not a simple task at times. For this reason, every credit card transaction is placed on hold for final review after the order has been processed. It is only then do we authorize the finalization of the credit card. 

Q: It keeps saying my credit card is declined due to an AVS mismatch. What does that mean?
A: It happens when your billing address does not match your credit card billing. Please ensure that you update your account with the right billing address to avoid this issue.

Q: I picked the wrong shipping on my new prescription order. How can I change it?
A: No need to worry. Since all orders need to be verified, you can simply explain to your technician the change when they call you.

Q: How can I keep track of my order to know when it goes out?
A: On your account page, you can view orders that have been placed. On each order, it will indicate the order is either in processing, or complete. When an order is complete, it means it has been   shipped to you (unless otherwise specified. There are times when the item cannot be shipped when completed due to shipping requirements).

Q: Why do I need to fill out a clinic validation form?
A: Verification of a clinic’s ability to prescribe medication is needed in order to accept an order on a new prescription. 

Q: My user name and password from your old website is not working, how do I login?
A: We are sorry for this inconvenience, but in order to utilize a new website, we were unable to transfer over some usernames. You can register again using the same email address as before and we will process your request.

Q: I don’t see the medication and strength I need in your store. How do I order a particular medication I know you have that is not online?
A: We are constantly uploading new medications and compounds daily. The ones currently in the system are those that are most frequently ordered. However, if you do not see one that you know you order on a consistent basis, you can do two things. First, download our app. In the app, you have the ability to place a new prescription without prices. Second, you can request to have that
medication added to the site for future reference. We typically can add a new medication to the site within 24 hours. 

Q: I do not see your app in the Playstore for Android, so how do I download it?
A: In the “We have an app” tab of our website, there is a QR code that will allow you to directly download the APK file for your android device. Once downloaded, you can simply install.